Disabled Persons Rights
The maritime passenger rights under Regulation (EU) 1177/2010 (incorporated into domestic UK law by section 3 of the European Union (Withdrawal) Act 2018) aims to provide disabled persons and persons with reduced mobility with the same opportunities to travel by sea and inland waterway as they have in other transport sectors. This guidance will be of interest to disabled persons and persons with reduced mobility in clarifying their rights when travelling by ferry and cruise ship.
Passenger Assistance
We are committed to ensuring crossing the Solent with Red Funnel is an enjoyable experience for all our guests. From the moment you make your booking, our team are there to ensure your time spent with us is pleasant and safe. In addition, our facilities, whether at our terminals or on board our vessels, are designed with your needs in mind.
Southampton <> East Cowes (passengers & vehicles)
Stay in Vehicle Crossings - Help for vulnerable Passengers & NHS Patients
In some circumstances, we may be able to allow an exception and permit up to four vehicles on select sailing times to remain occupied on the vehicle deck. This exception service is in place to support extremely vulnerable passengers. Customers in this position will need to contact customerservices@redfunnel.co.uk – ideally at least 48 hours in advance, and submit their exemption request along with supporting medial documentation (e.g. an appointment letter or any other medial document verifying their condition.)
Once we receive your request, a member of our team will be in touch to make arrangements and confirm if your ‘stay in vehicle’ exemption request has been approved. Please note that due to the nature of ferry operations, we can never guarantee the ability to allow a passenger to remain in their vehicle and we cannot always accommodate passenger’s first choice for sailing times. Passengers requesting exemptions must be prepared for some degree of flexibility, although we will do everything we can to help you sail as close to your desired time.We are currently accepting 'Stay in Vehicle' requests for the following departure times:From 1 November - 31 March 2024 From East Cowes to Southampton Monday - Friday: 09:00/ 12:00/ 18:00 Saturday: 09:00/ 13:30/ 18:00 Sunday: 09:00/ 16:30/ 18:00 From Southampton to East Cowes 12:00/ 16:30
Guests travelling on our Southampton<>East Cowes route with reduced mobility (physical or sensory) are asked to book at least 48hrs before travelling by calling 02380 019192.
A member of our Contact Centre team will assess your needs in order to be able to meet them on your chosen crossing. They will run through any specific requirements that you may have and advise of any restrictions.
If you cannot book in advance online or by calling our Contact Centre, our Terminal Team will assess your needs to ensure that you travel on your selected crossing.
Every effort will be made to take your booking however, in a very small number of exceptional cases a request to travel at a particular time may be refused on the grounds of safety. This will usually relate to the legal requirement to evacuate all passengers from a ship in 30 minutes. In this instance, every effort will be made to provide a suitable alternative crossing.
We also offer a Disabled Persons Discount, to find out more please click here.
For information regarding NHS appointments, click here.
For Stay in Vehicle crossings, click here
On arrival at the ferry terminal
If travelling in a vehicle, please go to the lane as directed by check-in staff and advise them if you are a wheelchair user and would like to be parked near the lift or if you require any other form of assistance. You may be asked to switch your cars hazard warning lights on to indicate to the ship's crew that you will require assistance. The terminal areas all incorporate ramps and accessible toilet facilities.
There is no charge for assistance dogs travelling as dogs are free of charge across all our services.If you are travelling as a foot passenger you can also have a companion travel with you free of charge. The on-board facilities (ReFuel café restaurant, Steam Coffee café bars and disabled toilets) offer good access to wheelchair users; on Red Falcon & Red Osprey access to the outer deck ('A' Deck) is also possible.If you require any assistance during your journey, please contact the On Board Services Officer, located in the Ship's Stores shop on 'B' Deck or alternatively ask any member of staff.If you are hard of hearing and unable to hear the public address announcements clearly, the On-Board Services Officer on 'B' Deck will be happy to assist you.An emergency will usually be accompanied by the ringing of the ship's alarm, which is extremely loud! Your fellow passengers will move towards the Muster Stations. If you are travelling alone, you will be assisted by a member of staff so please make yourself known.Emergency situations are extremely rare. Our crews exercise very regularly and our safety procedures are routinely tested and audited by the Marine & Coastguard Agency. We are also accredited with International Safety Management Code standards for shipboard safety and prevention of pollution.
If you require assistance at the time of disembarkation with a wheelchair or luggage please ask.
If you need to take extra time to make your way back to the car deck again, please tell us in good time.
Taxi ranks are available at all our terminals to assist with your onward journey - some taxis are wheelchair accessible. In Southampton, the Quay Connect buses are all fitted with wheelchair ramps and two dedicated wheelchair bays.
We hope you find this information useful and that it helps to make your journey as stress free as possible. Have a good voyage!